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HORACIO HELP
Orders & delivery
Collection, dispatch and delivery explained—so you know what happens next.
Getting your order
Can I collect my bike in Brisbane?
Yes. We have one pickup location, in Brisbane. Bikes collected locally are fully assembled by default. Choose pickup at checkout where available and wait for your ready-for-collection confirmation before travelling. We do not have pickup locations in other states.
When will my order be ready or arrive?
Pickup orders are usually ready within 1–2 business days — we’ll email you when yours is ready.
Courier delivery to metro areas and major regional centres in QLD, NSW, ACT, VIC and SA: estimated 2–5 business days from order to delivery (this includes 1–2 business days for us to check and pack your order).
WA, NT, Tasmania and remote areas take longer and vary by postcode — enter your postcode in the side cart or at checkout, or contact us for an estimate.
Couriers deliver on weekdays only, not on weekends or public holidays. Busy periods such as Black Friday and Christmas may take longer.
These are estimates, not guaranteed arrival dates.
Courier delivery to metro areas and major regional centres in QLD, NSW, ACT, VIC and SA: estimated 2–5 business days from order to delivery (this includes 1–2 business days for us to check and pack your order).
WA, NT, Tasmania and remote areas take longer and vary by postcode — enter your postcode in the side cart or at checkout, or contact us for an estimate.
Couriers deliver on weekdays only, not on weekends or public holidays. Busy periods such as Black Friday and Christmas may take longer.
These are estimates, not guaranteed arrival dates.
How much does delivery cost?
Add your items to the cart, then open the side cart and enter your postcode and suburb to see the available shipping estimate. You can also enter your delivery address at checkout; final available services and charges are confirmed there before you pay. If no rate is available for your address, or you need help, contact us.
What delivery options are available?
We offer Brisbane store pickup. If you cannot collect your order, we offer Courier Shipping through third-party couriers. Available services and charges are shown at checkout for your address.
Bikes sent by Courier Shipping arrive boxed, approximately 85% assembled. Please follow the instructions for your model before riding.
Bikes sent by Courier Shipping arrive boxed, approximately 85% assembled. Please follow the instructions for your model before riding.
Tracking & changes
How do I track my order?
Once the courier has collected your parcel, our system will email a tracking link or tracking number to the email address on your order. Tracking updates may take a little time to appear. Follow the link to monitor your parcel’s progress. If you cannot find your tracking details or need help, contact us with your order number.
Can I change my delivery address?
Contact us immediately with your order number and the correct address, and we will check whether a change is still possible.
Before courier collection: we can usually update an address within the same or a nearby suburb free of charge, provided we can make the change before collection. For a different delivery area, we will confirm any change to the shipping cost first.
After courier collection: redirection depends on the courier. If a redirection can be arranged, it will incur a fee; we will confirm the cost with you before proceeding. Address changes and redirections are not guaranteed.
Before courier collection: we can usually update an address within the same or a nearby suburb free of charge, provided we can make the change before collection. For a different delivery area, we will confirm any change to the shipping cost first.
After courier collection: redirection depends on the courier. If a redirection can be arranged, it will incur a fee; we will confirm the cost with you before proceeding. Address changes and redirections are not guaranteed.
On delivery day & delays
Should I choose Authority to Leave or Signature Required?
Authority to Leave (ATL): where offered, this authorises the courier to leave the parcel without a signature in accordance with its safe-place rules and your delivery instructions. Only choose ATL if a suitable place is available. Monitor tracking and move the parcel into a secure place promptly after delivery; an unattended parcel can be at risk of theft or weather damage.
Signature Required: arrange for someone to be available to sign at the delivery address. Check tracking and any courier email or SMS updates to plan for the delivery. If no one is available, depot collection or redelivery may be required, depending on the courier.
If a parcel is marked delivered but you cannot find it, contact us promptly so we can help investigate with the courier. These delivery options do not limit your rights under Australian Consumer Law.
Signature Required: arrange for someone to be available to sign at the delivery address. Check tracking and any courier email or SMS updates to plan for the delivery. If no one is available, depot collection or redelivery may be required, depending on the courier.
If a parcel is marked delivered but you cannot find it, contact us promptly so we can help investigate with the courier. These delivery options do not limit your rights under Australian Consumer Law.
What if I miss the delivery?
Check your tracking link regularly. Couriers generally send an email or SMS update on the delivery day, but notifications depend on the service and the contact details available, so do not rely on a notification alone.
If you miss a delivery requiring a signature, follow the courier’s tracking update or delivery notice. You may need to collect the parcel from a depot or arrange redelivery. Collection and redelivery options, timing and availability depend on the courier’s arrangements and workload. If you need help, contact us with your order number.
If you miss a delivery requiring a signature, follow the courier’s tracking update or delivery notice. You may need to collect the parcel from a depot or arrange redelivery. Collection and redelivery options, timing and availability depend on the courier’s arrangements and workload. If you need help, contact us with your order number.
What if my delivery is taking longer than expected?
Check the latest tracking update first. Contacting the courier with your tracking number is usually the quickest way to ask about its current delivery status. You can also contact us with your order number, and we will help follow up with the courier.
After collection, the courier controls routing, depot handling and delivery scheduling. We cannot guarantee a particular delivery day or redelivery slot, but we will help investigate concerns and seek an appropriate resolution. Using a third-party courier does not limit your rights under Australian Consumer Law.
After collection, the courier controls routing, depot handling and delivery scheduling. We cannot guarantee a particular delivery day or redelivery slot, but we will help investigate concerns and seek an appropriate resolution. Using a third-party courier does not limit your rights under Australian Consumer Law.
Need a hand?
Tell us what you need help with. If it concerns an order, include your order number. We will reply within one business day.